The Team Lead acts as the primary decision-maker during assigned shifts, supports escalation management, monitors real-time volume, staffing coverage, customer service performance, and team participation, and leads by example by actively performing all customer service duties alongside the team to ensure accuracy, timeliness, quality service, operational efficiency, and customer satisfaction across all housing operations. PRIMARY PURPOSE: To provide exceptional customer support on Sedgwick's primary temporary housing line while serving as a working team lead responsible for daily operational oversight, task delegation, workflow management, service level performance, and frontline leadership.